SPEAKER

Muss Haq is an advocate for Customer Experience (CX), Data Analytics, Behavioural Science, and Emotional Intelligence, with a career dedicated to transforming how businesses connect with their customers. As the founder of RU-CX, a consultancy driven by a holistic, customer-centric approach, Muss combines practical expertise with innovative thinking to help organisations create meaningful, lasting customer relationships. With a solid foundation in data-driven insights and a passion for storytelling, Muss has experience across various industries to bridge the gap between operational efficiency and customer satisfaction. His unique ability to blend emotional intelligence with innovative technologies, like AI and predictive analytics, has positioned him as a thought leader in the CX field.

DESCRIPTION

Customer-centricity is no longer an option but a critical business imperative.In an era where AI, hyper-personalisation, and digital transformation are reshaping customer expectations, companies that don’t evolve risk obsolescence. Understanding the holistic framework, a six-stage model that aligns leadership, culture, employee experience (EX), data, technology, and continuous improvement, all geared towards achieving excellence in customer experience (CX).

By the end of this session, the audience will:

•        Learn about the importance of a customer-centric mindset, collaboration, integrating empathy, innovation, and operational excellence.

•        The critical role of employee and their experience (EX) to deliver memorable CX.

•        How AI, specifically predictive and generative AI, can personalise customer interactions and improve operational efficiency.

•        Review the benefits of humanising digital engagement by using a checklist to prepare if you are ready to embed AI in your service delivery and achieve long-term growth.